Delivery Customer centric service

When developing your Customer experience strategy, it is best to:

• Consider the needs of your Customers

• Look at what kind of Organization you are

• Adopt practices from other leading Organization

• Consider both the needs of your Customers & what kind of Organization you are

Usually it's easier to _________________________ an existing customer than to gain a new one.

• stick
• keep
• hold
• leave

For most businesses, the most profitable customers tend to be...

• Local customers
• Loyal customers
• Business customers
• New Custoemrs

A customer service problem happens when

• A customer asks for the manager
• serving the customers becomes unprofitable
• customer complaint is ignored
• customer service does not meet expectations

A key benefit from offering good customer service is

• Lower costs
• Repeat business
• Reduced tax
• less customers

Why is Great Customer Service Important?

• The customer is happy.
• You experience less grief from the costumer
• Stress levels are down.
• All of them

Choose an example of good customer service.

• Food service assistands stands with their  backs to the customer
• A food service assistant smiles and greets the customer politely
• A food service assistant chews her nails whilst waiting for her customer to make their choice.
• A chef shouts at a colleague when they make an error with a food order.

NPS stands for?

• Network Promoting Service

• Never Promise Service

• Net Promoter Score

• Net Promotion Score

Describe NPS calculation.

• NPS = Promoter - Detractor / % (Passive will not count)

• NPS = Promoter + Passive - Detractor / %

• NPS = Total Promoter

Customers develop a stronger loyalty to those companies that show an interest in them

• TRUE

• FALSE